Spark Energy Charging Me for Gas I Never Had

DarkDream

To cut a long story short, I moved into a rented flat at the end of April this year. The rental agency I was with offered a automated bot to set things up for me to move. As part of the process, the bot signed me up with Spark Energy. From the first bill, they charged me for gas because, I was told, my address was in National database for . In May, prior to me moving in, the landlord got rid of the gas meter and switched to electric.

I talked to Spark customer service many times. I provided evidence in the form of a copy of a signed letter from landlord attesting to no gas along with a photo of the missing gas meter taken by the landlord himself.

For weeks I have been contacting Spark complaining and finally they said they are in the process of getting the National gas database corrected which will take month after which they will refund me.

I have talked to other people about this length of time to say and they are just taking me for a ride.

I want to get a refund as soon as possible.

I just can't believe the horrible level of service.

Does this National Gas Database even exist? Does it really take a month to get it updated? Do any of you have advice on how to handle this situation?

Thanks,

DarkDream

maxcy

DarkDream wrote: »

To cut a long story short, I moved into a rented flat at the end of April this year. The rental agency I was with offered a automated bot to set things up for me to move. As part of the process, the bot signed me up with Spark Energy. From the first bill, they charged me for gas because, I was told, my address was in National database for . In May, prior to me moving in, the landlord got rid of the gas meter and switched to electric.

I talked to Spark customer service many times. I provided evidence in the form of a copy of a signed letter from landlord attesting to no gas along with a photo of the missing gas meter taken by the landlord himself.

For weeks I have been contacting Spark complaining and finally they said they are in the process of getting the National gas database corrected which will take month after which they will refund me.

I have talked to other people about this length of time to say and they are just taking me for a ride.

I want to get a refund as soon as possible.

I just can't believe the horrible level of service.

Does this National Gas Database even exist? Does it really take a month to get it updated? Do any of you have advice on how to handle this situation?

Thanks,

DarkDream

Suppliers are permitted up to 8 weeks to resolve any complaint.
So if they are promising to resolve it within 4 weeks, they are doing very well ... since this is not something entirely in their hands it seems.

Xoserve are the Central Data Service Provider for Britain's gas market.

D_M_E

Raise a formal complaint in writing and send it via post to them.

In it, state that you want the database updated with the fact that the property has been de-energised with reswpect to gas and that you want them to stop billing, or trying to bill, for what they know is a non existant gas meter at the property.

There should be an email address somewhere on their portal for complaints and/or customer services - if you can find one, send your complaint there by email as well as post.

Don't for get to head your letter COMPLAINT and put the same word in the email subject field.

antrobus

Either you or you landlord should have contacted your local distribution network operator to have the gas disconnected at street level. I believe it is they who update the database.

It's not Sparks fault if this step was ommited.

A photograph of a 'missing' meter proves nothing. The meter might have been moved somewhere else, or replaced after the photo was taken.

Gerry1

Aha, good old Spark. Great for rewarding estate agents and landlords. Not so sure about the poor old tenants...

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